Global Service Delivery Manager

Ricoh USA, Inc.; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Ricoh USA, Inc. seeks a Global Service Delivery Manager to oversee service delivery and operations for complex contracts across multiple global accounts.

The role includes coordinating Ricoh teams, customers, and partners to meet contractual objectives while managing offshore and on-site resources. You will lead cross-functional teams, drive process improvements, and ensure profitability and customer satisfaction through clear reporting and governance.

Qualifications

• Four-year college degree preferred, or equivalent related experience.
• Minimum 4 years of global account management experience.
• Minimum 5 years of management experience preferred.
• Experience working with global regions and operating companies.
• Extensive knowledge of global company policies, practices, and operational systems.
• PMP certification preferred; ITIL certification preferred or willingness to obtain.
• Strong understanding of networks, security, print infrastructure, and device technologies.
• Proficient in Microsoft Office, web-based platforms, and computer/network systems.

Responsibilities

• Manage overall operational service delivery for assigned accounts across multiple countries and regions.
• Drive customer global operational strategies through collaboration with internal and external stakeholders.
• Identify and communicate additional service opportunities and business process improvements to Sales teams.
• Ensure timely execution of global program initiatives while maintaining quality standards.
• Oversee onboarding support processes, including order management and technical services.
• Participate in the creation and management of implementation plans.
• Establish reporting packages based on customer requirements.
• Implement change management strategies supporting short-term and long-term business objectives.
• Own issue resolution to ensure optimal customer satisfaction.
• Manage service revenue targets and profitability across global accounts.
• Oversee billing accuracy and coordinate with Accounts Receivable to resolve issues.
• Build and maintain strategic customer relationships and provide leadership to cross-functional teams.

Skills

Global account mgmt

Leadership

Stakeholder mgmt

IT systems

Education

Four-year college degree

Tools

Microsoft Office

Network monitoring tools

Job description

The Global Service Delivery Manager is accountable for managing service delivery and operational activities for complex contracts across one or more global customer accounts. This role has direct and indirect responsibility for supervising Ricoh employees and contractors, whether local, remote, or international, while ensuring contractual objectives are met.

The ideal candidate will possess a strong IT background, enabling effective communication with customer IT departments, understanding of networks, and utilization of Managed Document Services (MDS) technologies and tools. The role also requires strong stakeholder management skills, particularly with senior executives and external partners.

Job Duties and Responsibilities

Global Account & Service Delivery Management

• Manage overall operational service delivery for assigned accounts across multiple countries and regions.
• Drive customer global operational strategies through collaboration with internal and external stakeholders.
• Identify and communicate additional service opportunities and business process improvements to Sales teams.
• Ensure timely execution of global program initiatives while maintaining quality standards.
• Oversee onboarding support processes, including:
• Order management
• Technical services
• Participate in the creation and management of implementation plans.
• Establish reporting packages based on customer requirements.
• Implement change management strategies supporting short-term and long-term business objectives.
• Identify service delivery gaps and adjust processes within customer and Ricoh frameworks.
• Own issue resolution to ensure optimal customer satisfaction.

Financial & Business Management

• Manage service revenue targets ranging approximately from $2 million to $15 million.
• Ensure profitability across assigned global accounts, including individual operating companies (OpCos).
• Develop corrective action plans when profit targets are missed.
• Oversee billing accuracy and work with Accounts Receivable to resolve collection issues.
• Validate new opportunities and coordinate resources to ensure successful execution.
• Build and maintain strategic customer relationships.
• Serve as the voice of the customer by leading cross-functional initiatives that enhance customer value.
• Contractual obligations
• Current initiatives
• Strategic business planning
• Create, manage, and document contractual deliverables.
• Support team-selling initiatives across U.S. and international regions.
• Interface with global and regional teams to support customer requirements.

Process Improvement & Operations

• Learn and implement Ricoh Global Services America (RGSA) processes, tools, and best practices.
• Ensure adherence to service delivery standards and continuous improvement initiatives.
• Support management of external global contractors and performance-related issues.
• Facilitate communication among sales, professional services, technical services, managed services, and other business functions.
• Improve efficiency, productivity, profitability, and operational effectiveness through process engineering and reengineering.
• Implement key Ricoh operational methodologies, including:
• EAO
• Ricoh Account Management Playbook (RAMP)
• Operational strategy initiatives

Leadership & Talent Development

• Provide strategic leadership for direct and indirect teams.
• Support recruiting and talent acquisition efforts.
• Identify employee development and training needs through competency assessments.
• Coordinate assignments and growth opportunities to enhance learning and career development.
• Establish goals, clarify responsibilities, and hold team members accountable.
• Build high-performing teams through:
• Feedback
• Recognition
• Performance management
• Compensation management
• Address performance issues and create improvement plans when necessary.
• Empower employees to solve problems and drive innovation.
• Monitor and recognize employee performance using the Ricoh Recognizes program.

Problem Solving & Strategic Support

• Analyze complex problems, identify root causes, and implement optimal solutions.
• Collaborate across departments to implement customer-focused initiatives.
• Maintain awareness of new products and services to support business growth opportunities.
• Provide global business leadership and management support.

Additional Responsibilities

• Perform other duties as assigned.

Qualifications (Education, Experience, and Certifications)

Education

• Four-year college degree preferred, or equivalent related experience.

Experience

• Minimum 4 years of global account management experience.
• Minimum 5 years of management experience preferred.
• Experience working with global regions and operating companies.
• Extensive knowledge of global company policies, practices, and operational systems.

ertifications & Technical Skills

• PMP certification preferred; ITIL certification preferred or willingness to obtain.
• Strong understanding of networks, security, print infrastructure, and device technologies.
• Proficient in Microsoft Office, web-based platforms, and computer/network systems.

Communication & Customer Focus

• Strong written, verbal, presentation, and stakeholder management skills.
• Comfortable engaging with senior leaders, executives, and C-suite stakeholders.

Leadership & Business Skills

• Proven experience leading cross-functional and virtual teams.
• Strong people management, coaching, and team-building capabilities.
• Demonstrated problem-solving, decision-making, and change management skills.
• Effective project management, time management, and process improvement experience.

Global & Technical Knowledge

• Understanding of global business practices and multinational operations.
• Familiarity with IT systems, ITIL methodologies, and service delivery frameworks.
• Experience developing documentation, training programs, and employee development initiatives.

Travel & Working Conditions

• Frequent travel required, including occasional international and overnight travel.
• Primarily office-based role with occasional customer site visits.
• Sedentary work environment with light physical activity and typical office equipment use.
• Fast-paced environment with responsibility for deadlines, business outcomes, and customer satisfaction.

Disclaimer

The above information describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions associated with the position.